So much time. So little to do. #??
Or did we get that backward? Without SLA monitoring it's hard to ensure customer service and help desk performance – leaving your team to ask, "Which tickets do we do next?" Monitoring SLA metrics with an SLA dashboard should display time segmented, aggregated lists of tickets, in countdown time order, with the ability to dynamically filter the tickets to make informed operational decisions on.
- The center list is used to focus on the very next set of tickets with due SLA metrics
- The right-hand list used for tickets with SLA metrics overdue
- Left-hand column for SLA metrics due on the horizon
As such, it is possible to zoom in to explore pattern set's of tickets to get a sense of the workload in relation to SLA commitments and to make operational decisions on which ticket to do next based on narrow factors, such as, informal relative importance.
There’s a lot more where this came from. Keep exploring the world of SLA monitoring, customer applications, and benchmark reports.